Raving Fans

I heard Ken Blanchard talk about this book once, and I made notes. I've just dug them out for you. Here's what he said: 

“Sheldon Bowles and I wrote the book Raving Fans: Satisfied Customers Are Not Enough. (NB Sometimes the strapline is 'A Revolutionary Approach to Customer Service' - Phil).

Sheldon is an entrepreneur from Canada. In the 1970s, when everyone decided to go to self-service gasoline, Sheldon’s gut instinct was that it was a perfect time to go to full service.